JET Hires First Dedicated Customer Success Manager

At JET, we’ve always believed that selling software is just the start of the relationship, not the end of it. Customer success has always been at the heart of our approach from the beginning.

Every member of our team – from account development to project management – operates with customer success in mind. When your event runs smoothly, we’ve done our job properly.

And that approach has served us well. Our customers know they can rely on us to deliver, troubleshoot when needed, and genuinely care about their events succeeding. It’s why our Net Promoter Score sits at 86 and why customers recommend us to their peers.

But as we’ve grown, we’ve also recognised an opportunity – while a shared focus on customer success is invaluable, having someone dedicated to it full-time means we can do even more. Someone whose sole focus is making sure organisers get the most out of the platform, not just during implementation, but throughout their entire journey with us.

That’s why we are thrilled to announce that we’ve hired Dan Robertson as JET’s first dedicated Customer Success Manager.

What Customer Success Actually Means

So what does having a dedicated Customer Success Manager actually look like in practice?

Event organisers don’t just need a registration platform that works technically. They need support when they’re setting up their first event with the system. They need guidance on which features will solve their specific problems. They need someone who understands the pressure of event day and can troubleshoot quickly when something goes wrong.

Most importantly, they need a partner who’s genuinely invested in their events running smoothly – not just in renewing the contract.

That’s the difference between customer support (fixing problems when they arise) and customer success (making sure customers achieve what they’re trying to achieve). Both matter, but success is proactive. It’s about understanding what you’re working towards and helping you get there.

Why Dan, Why Now?

Dan brings over a decade of experience in the events industry to the role. Most recently, he’s worked with major event technology providers including GES Global and RX (formerly Reed Exhibitions), spanning technical support, account management, and digital event systems.

That background matters. Customer Success isn’t just about knowing how the platform works – it’s about understanding what organisers are actually dealing with. Last-minute changes. Sponsor demands. Technical glitches on event day. The gap between what you planned and what’s actually happening on the ground.

Dan has seen registration from multiple angles – working with organisers, supporting exhibitors, and managing technical delivery. He knows what can go wrong, what organisers worry about, and what makes the difference between a smooth event and a stressful one.

On joining JET, Dan said:

What This Means for JET Clients

For our portfolio customers, Dan will be your dedicated point of contact for getting more out of the platform. Whether that’s helping you set up a new event type, troubleshooting an issue, working through which features would actually solve your specific challenges, or just answering questions about how to use something more effectively.

You’ll still have the same level of support and expertise you’ve always had from the team – Dan’s role is about enhancing that, not replacing it. It means more dedicated time focused specifically on your success with the platform.

For prospective customers considering JET, this is part of our ongoing commitment to proper customer support. We don’t sell you a platform and disappear. We stick around to make sure it actually works for your events.

Building the Function Properly

Dan joining as our first dedicated Customer Success Manager is the start of building out this function as we grow. More customers means we can invest more in making sure those customers are successful.

The logic is straightforward – if your events run smoothly and our platform makes your life easier, you’ll keep using it and recommend it to others. That only happens if we’re genuinely helping you succeed, not just technically supporting you when things break.

So Dan’s role isn’t just about answering questions or fixing problems. It’s about proactively making sure you’re getting value from the platform, understanding where you might be struggling, and helping you achieve what you’re trying to achieve with your events.

That’s customer success in practice. And we’re glad to have Dan leading it.

Welcome to the team, Dan.

JET Portfolio Customers: Dan will be reaching out to introduce himself. If you have questions or want to connect sooner, reach out to your usual JET contact.

Not a customer yet? If you want to learn more about how we support organisers beyond just providing software, get in touch with our team.